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13
Chapter 13
Interpersonal
Communication
and Teamwork
Why is listening with
your “ears and eyes”
important to successful
communication?
Chapter 13
Krizan Business Communication ©2005
2
Listening with your
Ears is an every day
occurrence
Eyes refers to watching
for non-verbal cues
Chapter 13
Krizan Business Communication ©2005
3
Explain the following:
“Answer the phone with a
smile in your voice.”
Chapter 13
Krizan Business Communication ©2005
4
This statement means
 Smiling as you pick up
receiver
 Using courteous voice
 Answering before second
ring
 Stopping all conversations
with co-workers
Chapter 13
Krizan Business Communication ©2005
5
Why are office
politics referred to
as a “gray area” of
communication?
Chapter 13
Krizan Business Communication ©2005
6
“Gray areas” of
communication refer to
different interpretations
of written and unwritten
office rules by
employees and their
supervisors.
Chapter 13
Krizan Business Communication ©2005
7
Written company rules
seldom address
competitive strategies
required for employee
advancement.
Chapter 13
Krizan Business Communication ©2005
8
Company rules are
often bent or broken
depending upon
employee status within
the organization.
Chapter 13
Krizan Business Communication ©2005
9
Define office politics.
Chapter 13
Krizan Business Communication ©2005
10
Office politics are
attempts to
Protect self-interests
Meet personal needs
Advance personal goals
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Krizan Business Communication ©2005
11
Relate the importance
of relationship repair.
Chapter 13
Krizan Business Communication ©2005
12
Pride or indifference
to the situation can
prevent relationship
repair.
Chapter 13
Krizan Business Communication ©2005
13
Relationship repair
requires
 Willingness to apologize
 Acceptance of partial
responsibility
 Forgiving of injustice
 Verbal and nonverbal actions
to communicate a renewed
relationship
Chapter 13
Krizan Business Communication ©2005
14
Compare the terms
criticism and
constructive criticism.
Chapter 13
Krizan Business Communication ©2005
15
Criticism is
 Complaints interpreted as
personal attacks
 Vague comments causing
receiver to feel anxiety
and self-doubt
Chapter 13
Krizan Business Communication ©2005
16
Constructive criticism
 Finds fault with actions,
not persons
 Explains situation clearly
 Shows receiver benefit
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Krizan Business Communication ©2005
17
What actions must a
facilitator take to
end conflict?
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Krizan Business Communication ©2005
18
Conflict facilitator
 Meets privately with all
individuals
 Has group meeting to
clarify and refocus
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Krizan Business Communication ©2005
19
Distinguish between
benefits and
drawbacks of
teamwork.
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Krizan Business Communication ©2005
20
Benefits of teamwork
include
 Broader perspective of
company
 Increased sense of
camaraderie
 Familiarity with different
management styles
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Krizan Business Communication ©2005
21
Drawbacks of
teamwork include
Loss of control
Pressure to conform
Uneven distribution of
labor
Chapter 13
Krizan Business Communication ©2005
22